Freshservice vs ServiceNow: Which IT Service Management Tool To Choose?
Table of Contents
- What is Freshservice?
- What is of ServiceNow ticketing tool?
- Head-to-Head Feature Comparison
- Freshservice Unique Features
- ServiceNow Unique Features
- Freshservice Tools & Products
- ServiceNow Tool & Products
- Freshservice Pricing vs. ServiceNow Pricing
- Freshservice Use Cases
- ServiceNow Use Cases
- Freshservice vs ServiceNow Conclusion
IT Service Management (ITSM) solutions have become crucial in today’s business environment to ensure operational effectiveness and provide an enjoyable user experience. Selecting the appropriate tool is more important than ever since the worldwide ITSM industry is expected to expand dramatically between 2023 and 2030, growing from an estimated USD 8.99 billion in 2022 at a CAGR (Compound Annual Growth Rate) of 9.3%.
Selecting the appropriate ITSM platform can significantly impact user happiness, reaction times, and IT teams’ efficiency. This article provides a detailed comparison of Freshservice vs ServiceNow, two popular platforms.
No matter whether your firm looks for a strong, flexible system or a simple, intuitive solution, the information provided will help you make an informed choice based on what you need.
What is Freshservice?
Freshservice is a cloud-based ITSM solution designed to simplify business service administration and internal support. Its straightforward, user-friendly interface eliminates the complexity that frequently accompanies other ITSM systems and assists teams in effectively managing IT services.
Its AI-powered automation speeds up processes like problem-solving and ticketing. This is one of its main advantages: it helps teams save time and increase productivity.
Also, Freshservice seamlessly connects with other Freshworks products, offering an entire sales, marketing, and customer service platform.
Because of its automation features and ease of use, Freshservice is a wonderful alternative for firms trying to increase service delivery without stressing their workforce. This makes it a compelling option to consider in the Freshservice vs ServiceNow comparison.
What is of ServiceNow ticketing tool?
ServiceNow, a powerful enterprise-level ITSM tool, focuses on workflow automation across IT operations. It is commonly used in big businesses to simplify service delivery and manage complex IT infrastructures. The ServiceNow ticketing feature allows teams to monitor and promptly address problems, ensuring that critical IT services remain operational.
ServiceNow provides a range of cloud-based services meant to aid with digital transformation. It facilitates seamless service access for users and improves issue resolution with features like intelligent routing and automated workflows.
Moreover, because of its thorough software creation, businesses can develop customized apps tailored to their needs.
In the sections that follow, we’ll compare ServiceNow with other ITSM solutions to assist you in deciding if this is the best fit for your business.
Head-to-Head Feature Comparison
When analyzing Freshservice vs ServiceNow, both platforms excel in ITSM yet serve distinct organizational needs. While Freshservice prioritizes simplicity and user-friendliness, ServiceNow offers a complex suite of tools for enterprise-scale operations. This is how they relate in important areas:
Ticketing System
Freshservice: Freshservice’s ticketing system is designed to be intuitive and easy to use, offering automatic ticket creation and intelligent assignment.
This approach streamlines the process for smaller teams, ensuring quick ticket resolution without overwhelming staff. Its simplicity makes it an excellent choice for organizations looking for an accessible ITSM tool.
ServiceNow: The ServiceNow ticketing tool is structured for large-scale, enterprise-level use, with extensive customization options. ServiceNow offers more complex workflows and automated ticket routing, ideal for managing IT operations across large, multi-department organizations.
Self-Service Portal
Freshservice: Freshservice offers a self-service portal that allows users to independently resolve common issues by accessing a knowledge base. The user-friendly portal helps employees to request services or troubleshoot problems without IT intervention.
ServiceNow: ServiceNow’s self-service portal is designed to be highly customizable, providing users with access to an extensive service catalog. This tool empowers employees to request and manage services independently, with robust support for complex organizational needs.
Automation and AI
Freshservice: To automate monotonous processes like ticket classification and prioritizing, Freshservice makes use of Freddy AI. Additionally, Freshservice AI offers chatbots driven by AI that give users instant support, increasing productivity for smaller IT teams.
ServiceNow: This tool integrates AI directly into its unified platform, simplifying implementation without the need for additional integrations. Its AI models are pre-built for various industries, ensuring they adapt to specific business needs while working seamlessly with existing systems and data.
These models continuously learn in real time, improving the accuracy and efficiency of workflows.
Change Management
Freshservice: Freshservice workspaces offer a structured approach to change management, allowing IT teams to implement changes with minimal disruption. Automated notifications and approval processes help streamline the management of IT changes.
ServiceNow: ServiceNow provides advanced change management features, with risk assessment tools, detailed approval workflows, and extensive documentation. It is designed for large-scale IT environments where managing risk is critical.
Collaboration Tools
Freshservice: The Freshservice workspaces are collaboration features that helps teams manage tickets and tasks in one place. This tool encourages real-time communication and simplifies teamwork for IT service management.
ServiceNow: ServiceNow integrates with tools like Slack, Zoom, and Microsoft Teams to enable cross-departmental collaboration. This allows large teams to communicate seamlessly and stay coordinated on projects across the enterprise.
Freshservice Unique Features
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Freddy AI
Freshservice AI features include Freddy AI, a tool that can rezolve tickets more quickly, allowing agents to work on other important duties. To help with response efficiency, it can automatically write knowledge base articles, summarize responses, and compose replies.
Freddy AI is a useful tool for raising productivity and service quality since it also provides advice on how to develop scalable procedures and optimize operations.
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Freshservice Workspaces
The Freshservice Workspaces feature provides a collaborative environment where teams can work together on complex tickets. It streamlines communication, ensuring that everyone involved in resolving an issue is on the same page.
Workspaces make IT support more efficient by keeping all the relevant information and updates in one place, helping teams manage tasks more effectively.
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Asset and Project Management
Strong asset management features provided by Freshservice enable businesses to monitor and control IT assets at any stage of their development. The platform also comes with project management tools that teams may use to plan, carry out, and monitor IT initiatives.
By streamlining project management and asset tracking, this integration elevates Freshservice to the status of a comprehensive IT service management platform.
ServiceNow Unique Features
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Enterprise-Grade Workflow Automation
One of the key strengths of the ServiceNow ticketing tool is its powerful enterprise-grade workflow automation. This feature helps automate complex IT and business processes across large organizations, streamlining tasks like incident resolution, approvals, and notifications.
By automating repetitive tasks, ServiceNow enables teams to focus on strategic initiatives, improving overall efficiency.
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Extensive Integrations
ServiceNow stands out with its extensive integrations, allowing seamless connectivity with a wide array of third-party applications. This capability ensures that IT operations run smoothly across different platforms, making it easier for businesses to manage workflows, share data, and maintain a an efficient IT environment.
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Customizable Dashboards and Reports
With customizable dashboards and advanced reporting tools, the ServiceNow ticketing tool enables teams to track performance, visualize data, and generate detailed reports. These features provide valuable insights into IT operations, helping businesses monitor key metrics and make informed decisions at an enterprise level.
Freshservice Tools & Products
- ITSM Suite – Freshservice’s ITSM Suite includes tools for incident and problem management, as well as a ticketing system for support requests, to track and resolve IT issues for smooth service delivery.
- Project Management – Freshservice offers project management tools alongside its ITSM capabilities to help teams efficiently manage IT projects, ensuring they stay on track and promoting effective collaboration across departments..
- Freddy AI and Automation – Freddy AI, the intelligent assistant on the platform, is one of the most notable characteristics in any Freshservice comparison. Team productivity is increased when repetitive operationsare automated by Freshservice AI.
ServiceNow Tool & Products
Freshservice Pricing vs. ServiceNow Pricing
Another element that should be more clear when you choose a business tool, whether Freshservice or ServiceNow is the right tool for your needs, is the pricing.
Freshservice has different plans for all kinds of businesses. From a simple plan called Starter and a more advanced plan called Enterprise, so you can choose the one that best fits your needs. Freshservice pricing plan comes with important features like handling issues, a place for all your knowledge, and automatic workflows.
If you want to try it, Freshservice also offers a free 14-day trial period to see if it’s right for you.
ServiceNow pricing is not public, yet they offer customized quotes for each business based on their needs and budget.
| Plan | Freshservice | ServiceNow |
|---|---|---|
| Starter | $29 per agent monthly | Custom quote based on business needs; pricing varies by features and scale |
| Growth | $59 per agent monthly | Custom quote based on business needs |
| Pro | $115 per agent monthly | Custom quote based on business needs |
| Enterprise | $145 per agent monthly | Custom quote based on business needs |
| Free Version | No | No |
| Free Trial | Freshservice Free Trial | No |
Thus, ServiceNow pricing is based on customization, scalable solutions, flexible pricing, and personalized consultations. In contrast, Freshservice pricing offers straightforward, tiered plans that cater to different business sizes and needs, making it easier for organizations to select the right level of service.
Freshservice Use Cases
Freshservice is a great option for many different kinds of businesses, especially:
- Small to Medium Sized IT Teams: Smaller businesses looking for an inexpensive and user-friendly ITSM tool may find this platform particularly suitable. Teams can get started quickly thanks to its easy setup.
- Rapid ITSM Deployment: Freshservice’s pre-built functionality and user-friendly design make it easier for businesses to quickly onboard new employees.
- Adherence to ITIL (Information Technology Infrastructure Library) Standards: Organizations seeking to conform to ITIL best practices without requiring significant customisation will find that Freshservice’s integrated features are advantageous.
- Automation Goals: By using Freshservice’s automation features, organizations can increase productivity and streamline repetitive operations. This promotes better teamwork.
ServiceNow Use Cases
A wide variety of business needs can be satisfied with ServiceNow, especially in the following domains:
- Large Businesses: For larger businesses in need of scalable and adaptable ITSM solutions, the ServiceNow ticketing tool is perfect because it enables them to efficiently handle complex operational demands.
- Comprehensive Digital Transformation: Given that ServiceNow facilitates a range of operational procedures, it will be especially helpful to organizations looking to combine IT service management with more general digital transformation projects.
- Whole Service Management: ServiceNow’s wide features will be very helpful to businesses that want to handle IT services, customer support, and HR tasks from a single platform.
- Complex Integration Specifications: ServiceNow’s strong integration features, which promote seamless and effective operations, are highly valued by businesses that need complex interconnections between various departments and systems.
Freshservice vs ServiceNow Conclusion
Finally, a comparison of ServiceNow vs Freshservice highlights key differences that can help firms make an informed decision. With its robust automation tools and user-friendly interface, Freshservice is a great option for small to medium-sized businesses seeking to optimize their IT support procedures without going through a lot of changes.
The ServiceNow ticketing tool which offers an array of customization options, is designed for larger companies. It is excellent at handling complex processes and supports the digital transformation programs in HR, customer service, and IT.
Think about the size, budget, and particular workflow requirements of your team while choosing between these systems. While ServiceNow offers custom pricing through consultations, Freshservice gives organizations free trial choices to try its features.
Both platforms have unique strengths that suit different business types, so assess your requirements carefully to find the best fit.
